Refund Policy

CarePath is a documentation tool, not a healthcare provider. It does not practise medicine, diagnose, triage, prescribe, calculate doses or check interactions, and it never replaces a clinician's own judgment or instructions.

1. 01The rule: charges are final

   Every comic is generated on demand. The moment generation starts, we have paid for model inference, illustration and storage, and the result is bespoke to one clinician’s instructions — it cannot be unmade, restocked or resold.

   All purchases — first subscriptions, renewals, seat additions and upgrades — are final and non-refundable, except in the four narrow cases listed in section 4 below.

   This is why the free plan exists. One comic, no card, on a real visit: try the product before you pay for it. By subscribing you confirm you have had that opportunity, and you ask us to begin supplying the service immediately.

2. 02What this policy covers

   This policy applies to every charge made by Artemius Labs LLC for CarePath:

   • Solo, Practice and Clinic subscriptions, monthly or annual;
   • automatic renewals;
   • mid-period seat additions and plan upgrades;
   • taxes charged on the above.

   The free plan involves no charge and therefore nothing to refund. Where this policy and any other page differ on refunds, this policy governs. It works alongside the billing section of the Terms.

3. 03Not refundable in any circumstance

   We do not refund:

   • any billing period in which one or more comics were generated, including comics you later deleted;
   • a renewal you meant to cancel and did not — cancellation is self-service and takes one click;
   • an annual plan, in whole or in part, once the period has begun;
   • the unused remainder of a period after you cancel, downgrade, remove seats, or delete the organization;
   • seats that went unused, or quota that went unused;
   • purchases made at a discount, with a promotional code, or under a pilot arrangement;
   • periods during which an account was suspended for breach of the Terms or the Acceptable Use Policy;
   • outages, slow generation, maintenance, or the unavailability of a third-party vendor.

   Dissatisfaction with generated output is not a defect. Art style, character likeness, panel pacing, tone, reading level, wording of captions, and variation between two runs of the same input are characteristics of a probabilistic product, described plainly in the Terms before you buy.

   If output is unusable for a case, the remedy is to edit a caption, redraw a panel or regenerate — all of which are included in your plan — not a refund.

4. 04The four refundable cases

   We refund in these cases and no others.

   Case A — untouched first charge

   Your organization’s first ever paid charge, where within 14 days of that charge no comic has been generated, no comic has been shared, printed or exported, and no additional seat has been used. Full refund.

   Case B — duplicate charge

   The same amount charged twice within 60 minutes as a result of a system or processor error. Claim within 7 days. We refund the duplicate.

   Case C — unauthorised charge

   A charge made by a third party who had no right to use the payment method. Report it to your card issuer and to us within 7 days of the statement date. We refund once verified, and we will help your issuer with records.

   Case D — billing error by us

   We charged the wrong plan, the wrong number of seats, the wrong period, or continued charging after a cancellation confirmed in writing. Claim within 60 days of the charge. We refund the difference, or the whole charge where nothing was owed.

   Nothing in this section limits rights you have under mandatory consumer law — see section 9.

5. 05How to file a claim

   Email support@carepath.com from the address on the account, with the subject line:

   REFUND REQUEST — [account email] — [invoice ID] — [CASE A/B/C/D]

   Include:

   • the invoice or receipt ID from Stripe;
   • the date and amount of the charge, and the last four digits of the payment method;
   • the organization name in CarePath;
   • one or two sentences on why the case applies.

   Claims from an address that is not on the account cannot be processed, for obvious security reasons. A claim missing the information above is held, not rejected — we will write back asking for the rest, and the clock pauses until you answer.

6. 06Review, decision and appeal

   We acknowledge a claim within 5 business days and decide within 15 business days of receiving a complete one. We check our own records: generation counts, share and export events, seat activity, and the payment log.

   The decision is sent by email with the reason. You may appeal once, within 5 calendar days, if you have evidence we did not have. An appeal is reviewed by someone who did not make the first decision, within a further 15 business days. That decision is final.

7. 07How an approved refund is paid

   Refunds go back to the original payment method, in the original currency. We cannot pay to a different card, a bank transfer or an account credit. Currency movement and card fees between the charge and the refund are not made up.

   We issue the refund within 10 business days of approval; how long it then takes to appear is up to your bank, usually 5–10 business days more. Refunding a subscription charge ends the related plan at once — access stops, share links are revoked, and quota is withdrawn.

8. 08Cancelling instead of refunding

   If what you want is to stop paying, cancel rather than claim. Go to your organization’s settings and cancel the subscription: the next renewal does not happen, and you keep full access until the period you have paid for ends.

   Cancelling does not refund the current period. Deleting the organization cancels immediately, removes its content and revokes its share links — and likewise refunds nothing. Export what you need first.

9. 09Statutory rights

   Nothing here removes a right you have under mandatory law. Note, though, that CarePath is sold to professionals and organizations for use in their trade or practice, so consumer protection statutes usually do not apply to it.

   • EU / UK. Where a consumer withdrawal right would apply, it is lost for digital content once supply begins with the customer’s express consent and acknowledgement — which is exactly what subscribing does. Case A preserves a 14-day window for accounts where nothing was generated.
   • Australia / New Zealand. Rights under the Australian Consumer Law and the Consumer Guarantees Act that cannot be excluded continue to apply; this policy governs beyond that minimum.
   • United States. State-law rights that cannot be waived continue to apply.

10. 10Chargebacks

    Please write to us before disputing a charge with your bank. Almost every billing problem — a renewal you missed, a seat you thought was removed, a charge you do not recognise — is sorted out by email in a day or two.

    A chargeback filed without contacting us first may result in immediate suspension of the organization while the dispute is open. We respond to card networks with the subscription record, generation and sharing logs, and this policy. Where a chargeback is later reversed in our favour, we may require the balance to be settled before access is restored.

11. 11Changes to this policy

    We may amend this policy. Amendments apply to purchases made after they take effect; the version in force on the day of your charge governs any claim about it. A claim already decided or expired is not revived by a later version.